An Exploratory Study of Banking Industry of Retail Sales Employees Service Sabotage: Examining the Impact of Emotional Exhaustion And Organizational Support

Abstract

This study is to investigate the impact of emotional exhaustion and organizational support on retail sales employee service sabotage in banking industry of Pakistan. In this study, the prime objective has been to investigate the relationship between emotional exhaustion and organizational support (independent variables) and retail sales employee service sabotage (dependent variable) in banking industry of Pakistan. To prove the relationship between emotional exhaustion, organizational support and retail sales employee service sabotage, a structured questionnaire has been adopted and used to collect data from the employees working for banking industry of Pakistan. Based on the data collected from the respondents through structured questionnaire, several statistical tests were applied. Results of those statistical tests have clearly indicated that there exists a significant relationship between emotional exhaustion, organizational support and retail sales employee service sabotage. Some statistical instruments such as descriptive frequencies, reliability, correlation, regression, ANOVA, and coefficients were used by the researcher to conduct this study. Finally, it has been proved that there exists a positive relationship between emotional exhaustion and retail sales employee service sabotage in banking industry of Pakistan. Whereas, significance level has also proved the negative relationship that exists between organizational support and retail sales employee service sabotage in banking industry of Pakistan.